Tech Support: Good news but....

Today I contacted Tech Support for assistance with issues with my Android phone app while in practice mode.  The first agent, non US based, was extremely polite and friendly. The only issue was after stating proactively why I was calling she then asked me why I was calling.  Obviously a new agent, I politely stated it again and the agent replied quickly it would take a specialist and would I mind holding for a brief time to be transferred.  

Admittedly I was surprised that the hold was indeed brief and another agent, 2nd level, greeted me. Again, friendly and professional, her English and insight on what I was saying was almost immediately noticed. She promptly documented my issues and help me troubleshoot. I confirmed my guess that she was based in Latin/South America, which she confirmed.  I complimented her on her language expertise and I now have a working app.

@SimpliSafe:  As when I managed a call center for many year in the past, I will tell you now: It is not the responsibility of your customer base to train your call center agents.  What you accomplished in South/Latin America should be replicated to the same standards elsewhere, before an agent is allowed anywhere near a customer.  

To your south of the border group: excellent job, thank you!